Outsourced customer support
24/7 customer support, staffed by fluent English speakers.
Waypoint provides outsourced customer support for US and European companies: a dedicated English-speaking team that answers calls, emails, chats and social messages 24/7, works inside your own booking system and CRM, and reports results every month. You pay one monthly fee for full coverage instead of hiring staff for every shift.
The problem we solve
One local hire covers one shift. We cover all of them.
Customers book in the evening, on weekends and from other time zones. A single in-house hire cannot answer all of those moments, and every extra shift means another salary, another hire and more management.
| One in-house hire | Waypoint support team | |
|---|---|---|
| Hours covered | One shift, on weekdays | 24/7, including nights and weekends |
| Recruiting, payroll and benefits | Your responsibility | None on your side: we are an independent contractor |
| Sick days and turnover | You find cover | We cover the shift |
| Peak and low seasons | Hire or let go | Scale scope up or down by addendum |
| Reporting | Build it yourself | Monthly report, signed off with you |
Channels
Every channel your customers use
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Phone
Inbound calls answered and outbound calls made on your phone system.
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Email
Questions, booking requests and follow-ups handled from your inbox.
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Live chat and messaging apps
Fast replies on your website chat and the messaging apps you use.
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Social media inboxes
Facebook, Instagram and other inboxes kept under control.
What the team handles
More than answering questions
This is the work our team already does for clients today.
- Answering customer questions by email, phone and messaging apps
- Handling inbound calls and making outbound calls
- Creating, changing and cancelling bookings in your booking system
- Giving accurate details on schedules, prices, packages, seating, transfers, promotions and policies
- Sales support: comparing packages, upgrades and add-ons such as transfers, following your guidance
- Group bookings, special cases and complaint escalation
- Operational reports, internal reports and service updates
Monthly report
Numbers you can check every month
Each month we send a report and both sides sign a service acceptance record. That record is the basis for the invoice.
- Email and chat conversations handled
- Inbound calls answered and outbound calls made
- Actual working hours logged
- First response time
- High-intent booking requests handled
- Package comparisons given
- Confirmed upgrades and add-ons
Hours
24/7, on your time zone
We staff around the clock on your local time, including Hawaii (HST) and every mainland US time zone, plus European business hours.
- Honolulu 03:40
- Los Angeles 05:40
- Denver 06:40
- Chicago 07:40
- New York 08:40
- Central Europe 14:40
- Hanoi 20:40
Getting started
Six steps from first call to go-live
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Discovery
We agree on channels, hours and expected contact volume.
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SOP and system access
You share SOPs, FAQs, policies and the accounts we will work in.
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Training
The team learns your products, scripts and processes.
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Pilot
A supervised trial run before full coverage.
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Go-live
Full 24/7 operation on your time zone.
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Monthly review
Monthly report, sign-off and process adjustments.
Security and quality
Your customers, your systems, your rules
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Confidentiality in the contract
Every agreement includes confidentiality terms covering your data and your customers.
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Access by role
Agents use only the accounts and permissions you grant, and you can revoke them at any time.
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Your scripts and policies
We work inside your tools and follow your processes, so customers get one consistent experience.
How pricing works
A fixed monthly fee, plus an optional performance component
You pay a fixed monthly fee for dedicated standard coverage. Optionally, a variable fee covers volume above the agreed standard and sales-support results. Fees are paid to the company, not as commission to individuals, in USD by bank transfer. Tell us your channels and volume and we will send a written quote.
Teams we support today:
- Mauka Warriors Luau
- Rio Limousine
FAQ
Frequently asked questions
How soon can a support team start?
After a discovery call, we collect your SOPs and system access, train the team on your products and run a supervised pilot. Full 24/7 coverage starts once the pilot is signed off.
Do your agents use our tools?
Yes. We work inside your booking system, phone system, inbox and CRM, and follow your scripts and policies.
Do we employ or manage the agents?
No. Waypoint is an independent contractor. There is no employment relationship on your side, and no recruiting, payroll or staff management.
How do you report performance?
A monthly report covering conversation and call volumes, response times and sales-support results, signed off with you every month.
Can we scale up for peak season?
Yes. Scope can grow or shrink with your seasons. Changes to fees or scope are recorded in an addendum to the service agreement.
Support quote
Get a customer support quote
Tell us about your channels, hours and volume. We will reply within 24 hours with a proposed setup and a written quote.
- We review your request and any files you send.
- A discovery call by email, Google Meet or Zoom, at a time that suits you.
- You receive a written quote and scope. No obligation.